Customer Service Representative
Tennant Company, Eden Prairie, MN, United States
Overview
Tennant Company, with more than $1B in revenue, is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected. This role is eligible for a $2,000 sign-on bonus. General Responsibilities
Manage a high volume of incoming phone and electronic requests for part orders, service requests, and product information from internal and external customers in an accurate and efficient manner. Provide customer support primarily through incoming phone calls, with additional responsibilities that may include email and/or online chat support. Field requests from a diverse customer base including government, end-users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives. Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction. Understand Tennant products and service to advise customers of all required purchase order information. Adhere to all documented procedures related to orders, quotes and service inquiries. Effectively own and manage daily open orders, billing blocks, and service notification reports. Resolve customer inquiries, quotes, orders and general requests while balancing customer and company needs, including: Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests. Status of part and service orders, shipment tracking information, back orders, and purchase order confirmations. Navigating and troubleshooting all inquiries submitted through the company online purchasing website. Collaborate with Customer Service teams to build effective relationships with other internal departments, including Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal. Required Experience & Education
High school diploma or equivalent 0-2 years of experience in a customer contact center environment (preferred) SAP and/or FSM ERP systems and Cisco soft phone experience (preferred) Excellent keyboard skills, particularly adept at multitasking while engaging with customers over the phone Intermediate PC and PC applications skills (Microsoft) Proficiency with Microsoft Outlook Experience working in a multi-application and dual monitor environment Required Interpersonal & Behavioral Skills
Excellent attendance and punctuality Customer Advocacy Garners information from customers to identify needs Addresses customer inquiry by involving appropriate resources Provides detailed information concerning customer inquiries and requests Responds effectively to the needs of a diverse customer base, while providing exemplary customer service Communication and Execution Listens, communicates clearly, concisely and professionally Writes with accuracy, simplicity and professionalism Ensures work is completed according to department guidelines and expectations Demonstrates strong self-accountability through execution of policies and procedures Data Management Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail Consistent follow up on open inquiries to ensure timely resolution Documentation of all customer impacting information relating to inquiries and requests Problem Analysis and Resolution Uses strong problem solving and critical thinking skills to fulfill customer needs Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests Understand when to engage second tier support to efficiently and effectively resolve time sensitive customer needs Demonstrates prioritization skills to accommodate emerging needs and adapt to changing business requirements Compensation & Benefits
Competitive base salary commensurate with experience: $35,900 - $53,800. The starting hourly rate for the position is $20/hr. Posted salary ranges are made in good faith. Tennant Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. Total Compensation = Base Salary + Benefits Benefits include a comprehensive package: health insurance, 401(k), disability, life insurance, paid time off, and voluntary benefits. Equal Opportunity Employer
Tennant Company is an equal opportunity employer. Employment decisions are based on individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.
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Tennant Company, with more than $1B in revenue, is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected. This role is eligible for a $2,000 sign-on bonus. General Responsibilities
Manage a high volume of incoming phone and electronic requests for part orders, service requests, and product information from internal and external customers in an accurate and efficient manner. Provide customer support primarily through incoming phone calls, with additional responsibilities that may include email and/or online chat support. Field requests from a diverse customer base including government, end-users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives. Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction. Understand Tennant products and service to advise customers of all required purchase order information. Adhere to all documented procedures related to orders, quotes and service inquiries. Effectively own and manage daily open orders, billing blocks, and service notification reports. Resolve customer inquiries, quotes, orders and general requests while balancing customer and company needs, including: Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests. Status of part and service orders, shipment tracking information, back orders, and purchase order confirmations. Navigating and troubleshooting all inquiries submitted through the company online purchasing website. Collaborate with Customer Service teams to build effective relationships with other internal departments, including Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal. Required Experience & Education
High school diploma or equivalent 0-2 years of experience in a customer contact center environment (preferred) SAP and/or FSM ERP systems and Cisco soft phone experience (preferred) Excellent keyboard skills, particularly adept at multitasking while engaging with customers over the phone Intermediate PC and PC applications skills (Microsoft) Proficiency with Microsoft Outlook Experience working in a multi-application and dual monitor environment Required Interpersonal & Behavioral Skills
Excellent attendance and punctuality Customer Advocacy Garners information from customers to identify needs Addresses customer inquiry by involving appropriate resources Provides detailed information concerning customer inquiries and requests Responds effectively to the needs of a diverse customer base, while providing exemplary customer service Communication and Execution Listens, communicates clearly, concisely and professionally Writes with accuracy, simplicity and professionalism Ensures work is completed according to department guidelines and expectations Demonstrates strong self-accountability through execution of policies and procedures Data Management Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail Consistent follow up on open inquiries to ensure timely resolution Documentation of all customer impacting information relating to inquiries and requests Problem Analysis and Resolution Uses strong problem solving and critical thinking skills to fulfill customer needs Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests Understand when to engage second tier support to efficiently and effectively resolve time sensitive customer needs Demonstrates prioritization skills to accommodate emerging needs and adapt to changing business requirements Compensation & Benefits
Competitive base salary commensurate with experience: $35,900 - $53,800. The starting hourly rate for the position is $20/hr. Posted salary ranges are made in good faith. Tennant Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity. Total Compensation = Base Salary + Benefits Benefits include a comprehensive package: health insurance, 401(k), disability, life insurance, paid time off, and voluntary benefits. Equal Opportunity Employer
Tennant Company is an equal opportunity employer. Employment decisions are based on individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.
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